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Kana News & Analysis

It can't be easy to work in a call center, listening to gripe after gripe from customers. When they can't solve the case, agents tend to put customers on hold while they get help from managers or experts.

Kana, the customer service software company acquired earlier this year by Verint, claims it is making that job a little easier by adding an internal social network into the 2014 version of its flagship contact center software, Kana Enterprise, which rolled out today.

The social network, called Activity Streams, isn't the only improvement. The company also enhanced ways to direct known callers to specific agents, to monitor call queues, to conduct multiparty chats and to share screens with customers, according to Kelly Koelliker, director of product marketing.

Acquisitions in the customer experience arena are reshaping marketing communications as consumers grow more powerful, more demanding.

Consistency in communication across all channels is now a key factor in satisfying individual customers. Today, companies realize their employees must be in sync on the latest promotions when they connect with customers through mobile, email, contact centers, websites, in-store or other media.

Verint, a big player in employee optimization and contact center technologies, made news earlier this year when it paid $514 million for Kana, a customer engagement company with about one-fifth its revenue. The first fruit of that merger came this week at Kana's Connect2014 conference, where the companies released their first jointly developed product -- Engagement Analytics.

Since Verint bought KANA earlier this year for $514 million, the question has been how the business analytics company would blend KANA's customer experience services into its suite of employee services.

The answer, or at least a big part of it, came today in San Francisco as the new "KANA, a Verint company" introduced a big data solution called Engagement Analytics at the Connect2014 conference.

The new product ties the actions of employees together with the experience of customers across the web, mobile, contact center and other channels in near real time.

No one has time for patience when it comes to customer service. But beyond that universal truth, there are significant gender differences between men and women when it comes to customer service.

According to a new survey from Kana, a provider of customer service solutions, both sexes are frustrated by wait times and slow response.

Beyond that, men are most annoyed by out-of-stock inventory, unknowledgeable or incompetent employees, lack of assistance and the bad attitude of customer service representatives. Women rate their frustrations, in order, as lack of assistance, bad attitudes, out of stock inventory and unknowledgeable or incompetent employees.

Business analytics provider Verint, a Gartner contact center Magic Quadrant leader, plans to acquire customer service provider Kana Software for $514 million. It's the first big acquisition of 2014, but not likely to be the last as enterprises look to combine customer experience tools with their core offerings.

It's become a mantra in the digital marketing world these days: companies need to maintain a seamless customer experience across the multiple channels. They have to communicate a consistent identity from message to message, from medium to medium and deliver consistently on that identity. But how is that possible? To find out, CMSWire.com turned to several experts.

Customer service provider KANA Software has been having a busy summer. The company is out this week with its new version of KANA Express, on the heels of the release last week of the updated LAGAN Enterprise customer service suite for public sector organizations.

Last summer, customer service provider KANA Software bought Ciboodle, a contact center provider. KANA had been focused on Web-based customer self-service, and Ciboodle on the agent. This week, KANA is releasing its new version of KANA Enterprise, which brings self-service and agent support together in one platform.

Start off the New Year with a new gig -- we've got a shopping list of hot jobs for you to browse. Our featured jobs list is a great collection of opportunities spanning specialties and continents. Here's who's hiring this week (and if you're hiring, post your open jobs here).

With all the discussion around customer relationship management (CRM) and customer experience management (CXM), it is hard to believe that one of the major issues facing enterprises is defining CRM strategies. According to Forrester’s William Band, this problem is compounded by a shifting CRM landscape.

Start off the New Year with a new gig -- we've got a shopping list of hot jobs for you to browse. Our featured jobs list is a great collection of opportunities spanning specialties and continents. Here's who's hiring this week (and if you're hiring, post your open jobs here).

In the entire history of commerce, customers have never had it so good. Not only do they continue to be the focus of retailers’ attention, but personalized shopping, anywhere transactions, social sharing, fast and powerful comparative shopping, a good sense of what the customer will do next and a seemingly infinite recollection of every detail of every interaction are now combined into what can be described as the golden age of customer service.

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Endangered Species: The Corporate Intranetview commentsThe very idea that we’re still doing old-fashioned, browser-based, news-publishing intranets in the mobile era is downright antiquated. They’re no different than rotary-dial phones. And they’re going the same direction...